TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PEMBIAYAAN KONVENSIONAL DI PT FIFGROUP CABANG LAMPUNG

Firman , Arif Ardiansyah (2025) TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PEMBIAYAAN KONVENSIONAL DI PT FIFGROUP CABANG LAMPUNG. [Composition]

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1. ABSTRAK (13) - Firman Arif Ardiansyah.pdf
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2. TUGAS AKHIR FULL (1) - Firman Arif Ardiansyah.pdf
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3. TUGAS AKHIR TANPA PEMBAHASAN (1) -Firman Arif Ardiansyah.pdf
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Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan pembiayaan konvensional di PT FIFGROUP Cabang Lampung. Latar belakang penelitian ini adalah pentingnya kualitas layanan dalam mempertahankan loyalitas pelanggan di tengah persaingan industri pembiayaan. Metode penelitian yang digunakan adalah metode kuantitatif dengan teknik pengumpulan data berupa kuesioner yang disebarkan kepada 98 responden pelanggan FIFGROUP. Teknik analisis data menggunakan indeks kepuasan pelanggan. Hasil penelitian menunjukkan bahwa secara umum pelayanan yang diberikan PT FIFGROUP sudah cukup baik, namun terdapat beberapa aspek pelayanan yang berada pada kuadran prioritas perbaikan (Concentrate Here). Kesimpulan dari penelitian ini menunjukkan bahwa meskipun pelanggan merasa puas, PT FIFGROUP perlu meningkatkan beberapa aspek pelayanan untuk mempertahankan dan meningkatkan kepuasan serta loyalitas pelanggan. Kata kunci: Kepuasan pelanggan, pelayanan, pembiayaan konvensional, FIFGROUP. This study aims to determine the level of customer satisfaction with conventional financing services at PT FIFGROUP Lampung Branch. The background of this study is the importance of service quality in maintaining customer loyalty amidst competition in the financing industry. The research method used is a quantitative method with data collection techniques in the form of questionnaires distributed to 98 FIFGROUP customer respondents. Data analysis techniques use Importance customer satisfaction index. The results of the study indicate that in general the services provided by PT FIFGROUP are good, but there are several aspects of service that are in the priority improvement quadrant (Concentrate Here). The conclusion of this study shows that although customers feel quite satisfied, PT FIFGROUP needs to improve several aspects of service to maintain and increase customer satisfaction and loyalty. Keywords: Customer satisfaction, service, conventional financing, FIFGROUP.

Item Type: Composition
Subjects: ?? 300 ??
?? 320 ??
Divisions: ?? d3_sekretari ??
Depositing User: . . Yulianti
Date Deposited: 14 Nov 2025 07:46
Last Modified: 14 Nov 2025 07:46
URI: http://digilib.unila.ac.id/id/eprint/93400

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